La Petite Concierge Limited

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs.

People mostly told us they received their care as they wished. However, some people shared with us the care they received did not meet their personal needs. One relative told us, “They are a nice group of carers. The only thing is they come at 7.30pm. [Person] would rather they came about 9pm as it’s a bit early to go to bed then. It upsets [Person]. Sometimes in the morning they turn up at 7am. That’s too early. 8.40am would be perfect as it gives time to get up, get ready.”

People told us they were involved in their care plan. Care plans were person centred and detailed how people wished to receive their care. Where people had specific health diagnoses, these had a separate section in the care plan. For example, where a person had epilepsy, an epilepsy plan was in place.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Roles and responsibilities of agencies and partners were clearly identified in peoples care plans.

Where people had support from family with certain areas of their care, such as medication, this was clear in the care plan.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

During assessments people were asked their preferred communication type and how they would like to receive communication. This was then detailed into the care plan and the provider adapted their approach to meet people’s communication needs. People were aware of details such as the complaints procedure and what to do when things went wrong.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. People we spoke with told us they knew how to speak up and raise concerns. People and relatives were given opportunities to provide feedback regularly. People told us they felt assured the provider would respond to the feedback they provided.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

During our assessment we raised with the registered manager the use of some wording and what this meant in people’s care plans. For example, where a person was at high risk of constipation the care plan stated, ‘Signs’, but there was nothing further to explain what the ‘signs’ were for that person. The provider reviewed all care plans during the assessment and amended the detail. Care plans detailed people’s health needs and specific health conditions. This provided staff with details on how to respond and provide the right support in the event of any emergencies.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Care plans detailed people’s faiths and religious beliefs. Care plans were tailored to meet people’s needs and preferences. Care plans held information around people’s protected characteristics.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. People’s care plans detailed their wishes for future care, and where appropriate end of life care. Staff had received end of life care training.